Hi! This is a sample of my service design portfolio. Happy to share more details in person.
IMPROVING RELATIONSHIP WITH PARTNERS
Boehringer Ingelheim (BI) is the biggest private pharmaceutical company. The business units in Bulgaria and Romania are facing challenges such as competition, legacy and new expectations by the healthcare professionals.
The project scope was to improve the communication between BI's medical representatives and the healthcare professionals.
CLIENT: Boehringer Ingelheim
SERVICE IMPROVEMENT AND COMMUNICATION
The biggest logistics company in Bulgaria offers hundreds of services and needed help to identify the reasons causing confusion among customers and employees with one particular service.
We have organised 30+ phone interviews and 10+ observations based on which we developed personas, customer journey maps and a service blueprint. The reasons for misunderstandings became quite obvious and the team generated tens of ideas for improvements.
ONLINE ONBOARDING FOR INDIVIDUAL CUSTOMERS
In line with digitalising the bank offering, we investigated the need and acceptance of having an online onboarding for individual clients.
After an extensive research we identified a need for a trustworthy and smooth process and designed a flow which would meet customers’ expectations and would offer a great customer experience. we worked closely with UX designers to create a smooth process for the customers. The solution was launched in 2018.
CLIENT: ING Romania
Pharmalex is a leading provider of specialized services for the pharmaceutical, biotech and medical device industries that have grown inorganically in the past few years, acquiring companies with varied expertise and from different geographies. The challenge was to get to know their new customers and we worked with 25 international team to create Pharmalex\s new personas.
ARTIFICIAL INTELLIGENCE FOR CLEAN DATA
The initiative developed and tested an algorithm which would ensure clean data pool being able to identify and match data items between legal contracts and the company data warehouse.
Among the many use cases are accurately calculated risk-weighted assets and correct, cheaper and faster migration of data between different warehouses. The solution will land at group level.
CLIENT: ING Netherlands
EASY TAX DECLARATION
Filling tax declaration in Germany is a process that is time consuming and confusing for most tax payers. The existing solutions on the market (software, consultants, community) still require at least some knowledge about taxes and a rigorous collection and sorting of documents.
We've come up with a vision for one click solution that would automatically collect taxpayers’ invoices from different sources and would fill in everything directly to the online tax declaration. The first version will be launched in 2018.
CLIENT: ING Germany
UX DESIGN FOR THE NEW PLATFORM
Cobuilder is a Norwegian company, offering an IT platform that employs all relevant international standards for data management to help construction industry actors exploit the potential of product data.
We helped a diverse team of experts to design the new onboarding flow for different stakeholders.
NEW OFFER INTO THE MORTGAGE PROCESS
Our mission was to identify the best moment in the mortgage process to offer an insurance product to ING customers as well as which insurances are the most adequate to offer to customers buying a home.
After a number of experiments we were able to identify the best offer and companies to partner with. The solution will be launched in 2018.
CLIENT: ING Germany
CREATIVE LEADERSHIP TRAININGS
Leadership mindset and skills are the building block for innovation and transformation; without it, one cannot grow the others and the organisation. Part of the modules in this program are dedicated to
developing the right mindset while the others focus on the right skills and tools to lead with inspiration in a consistent, systematic and sustainable way.
CLIENT: LAUREA University, Finland
HANDYMAN - CONNECT HOME OWNERS AND HANDYMEN